Birlasoft’s Post

Steven Keith of CX Pilots provides one recommendation you should consider when working on optimal journey mapping: "When we're doing optimal journey mapping, we will have one or two, maybe three customers in the room." He discusses his process with Kevin Nichols when he's working on optimal journey mapping. Steven involves collaboration with one to three customers and various stakeholders, including IT personnel, product managers, and research teams. Having actual participants in the room helped Steven explore the buyer's journey and understand the impact of services across different cultural contexts. This collaboration allowed the team to: - Examine the influence of services in various cultural settings. - Familiarize everyone with the different stages of the buyer's journey. - Gather insights about customer experiences at each stage. By watching this podcast below, you will learn how customer journey mapping is essential and the benefits gained from crafting one: YouTube: https://lnkd.in/e3RktQSU Audio Versions: https://lnkd.in/e3eEYMZS How are customers involved when you create your customer journey maps? Let us know in the comments below. #CustomerJourneyMap #CXStrategy #UserExperience #CustomerExperience #JourneyMapping #ServiceDesign #CustomerInsights #Collaboration #BuyerJourney #CustomerJourney

⚠New episode alert! In this episode of The Frictionless Experience podcast, Michael Hinshaw, a pioneer in customer experience and co-author of "Experience Rules," shares his unique perspective on redefining customer experience in the digital age. Join hosts Chuck Moxley and Nick Paladino as they explore Michael's expert insights: ⟶The true definition of customer experience and why it matters ⟶How touchpoint mapping eliminates friction and uncovers opportunities ⟶Why a digital-first approach beats a digital-only approach ⟶The importance of an Experience Operating System (XOS) in aligning CX efforts ⟶How adopting a customer-first mindset drives frictionless experiences Tune in to discover how these strategies can help you create seamless, engaging customer experiences across all channels and touchpoints: https://lnkd.in/gi2svmeh #customerexperience #digitalCX #frictionless

How crucial is customer experience to business success, really? 🎙️Join host Jonathan Mondon as he sits down with our special guest, Stamford Low, in our latest episode of CX Unlocked. With his extensive experience transforming CX in global and regional settings, Stamford offers invaluable insights on the following key topics: 🌟 The increasing importance of customer experience in the current landscape 💡 M1's digital transformation, technology adoption, challenges, and lessons learned 📊 Effective metrics for measuring CX strategies 🔮 Adapting to market shifts in customer experience and how to leverage them 🎧Tune in to stay ahead of the curve: https://lnkd.in/gv_EP_mm Jonathan Mondon & Toku #CXUnlocked #CX #CustomerExperience #Podcast

🌟 Mastering Customer Experience with Michael Hinshaw in conversation with Naveen Samala The Guiding Voice on #TGV565! 🌟 🚀 Dive into the world of exceptional Customer Experience (CX) in the latest episode of The Guiding Voice as we welcome Michael Hinshaw, a renowned CX leader and co-author of "Smart Customers, Stupid Companies." 🎙️ Key Takeaways: ✅ Understand CX from an outside-in perspective. ✅ Harness the power of empathy and customer emotions to drive satisfaction and loyalty. ✅ Learn how to integrate experiential and operational data for informed decision-making. ✅ Explore the Experience Operating System (XOS) for better cross-department collaboration. ✅ Discover how to use AI to streamline processes without losing the human touch. ✅ Proven strategies from Microsoft and other industry giants that redefine CX. 💡 Whether you're a business leader or a CX enthusiast, this episode is packed with actionable insights to help your business excel! 📌 Catch the episode, Link to the full episode in the comments section 💬 What’s your biggest CX challenge? Let us know in the comments! #TheGuidingVoice #CustomerExperience #CXLeadership #MichaelHinshaw #SmartCustomersStupidCompanies #BusinessSuccess #AIinCX #Podcast  #Leadership #ServantLeadership #Inspiration #PersonalGrowth #Mentorship #Resilience #Podcast #TGV563  #naveensamala   #conversationsthatmatter

🌟 Happy International Friendship Day! 🌟 What better way to celebrate than listening to "How to Improve Your Customer Friendships!" Dive deep into the latest trends, innovative strategies, and real-world examples that are transforming the customer experience landscape. 💡 What you’ll learn: - Emerging trends in customer experience - Best practices for engaging with customers - Real-world success stories and lessons learned Stay ahead of the curve and gain valuable insights from industry leaders. 🚀 (Link in comments) #CustomerExperience #CX #Podcast #Innovation #CustomerEngagement #Dixa #InternationalFriendshipDay

🎙️🪄 How do you 𝗮𝗹𝗶𝗴𝗻 𝘁𝗲𝗮𝗺𝘀, 𝗲𝗺𝗯𝗿𝗮𝗰𝗲 𝗶𝗺𝗽𝗲𝗿𝗳𝗲𝗰𝘁𝗶𝗼𝗻, and deliver 𝗻𝗲𝘅𝘁-𝗹𝗲𝘃𝗲𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀? Our fantastic Growth Marketing Manager, Tove Lundell, recently joined Rick V. on the Pathmonk Presents podcast to talk about life as a 𝗺𝗮𝗿𝗸𝗲𝘁𝗲𝗿 𝗶𝗻 𝗮 𝗦𝗮𝗮𝗦 𝘀𝘁𝗮𝗿𝘁𝘂𝗽, how customer 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 𝗺𝗮𝗽𝗽𝗶𝗻𝗴 𝗱𝗿𝗶𝘃𝗲𝘀 𝗯𝗲𝘁𝘁𝗲𝗿 𝗱𝗲𝗰𝗶𝘀𝗶𝗼𝗻-𝗺𝗮𝗸𝗶𝗻𝗴, and what it really takes to create 𝗺𝗲𝗮𝗻𝗶𝗻𝗴𝗳𝘂𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀. Some highlights from the conversation: 📍 Why dynamic journey mapping is a must-have 📍 Why "good enough is good enough" 📍 How personalization is shaping the future of customer experience 𝗜𝗳 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗶𝘀 𝘀𝗲𝗿𝗶𝗼𝘂𝘀 𝗮𝗯𝗼𝘂𝘁 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲, this episode is a must! 📺 Watch the full interview here: https://lnkd.in/d4RbhAvN

How crucial is customer experience to business success, really? 🎙️Join host Jonathan Mondon as he sits down with our special guest, Stamford Low, in our latest episode of CX Unlocked. With his extensive experience transforming CX in global and regional settings, Stamford offers invaluable insights on the following key topics: 🌟 The increasing importance of customer experience in the current landscape 💡 M1's digital transformation, technology adoption, challenges, and lessons learned 📊 Effective metrics for measuring CX strategies 🔮 Adapting to market shifts in customer experience and how to leverage them 🎧Tune in to stay ahead of the curve: https://lnkd.in/gv_EP_mm Jonathan Mondon, Toku & Activeo APAC #CXUnlocked #CX #CustomerExperience #Podcast

Why ROI of CX Matters More Than Ever Many organizations are investing in customer experience (CX) initiatives but are still unsure of the financial returns. Knowing the ROI of your CX efforts is no longer optional—it's central to building a business case for CX. When you tie CX to financial outcomes, you can justify the investment and prove its value. For some inspiration, I love this Forrester podcast: https://bit.ly/4h0Xwgn Share how you currently measure the ROI of CX in your organization in the comments below. #CX #ROI #JourneyTrack

How crucial is customer experience to business success, really? 🎙️Join host Jonathan Mondon as he sits down with our special guest, Stamford Low, in our latest episode of CX Unlocked. With his extensive experience transforming CX in global and regional settings, Stamford offers invaluable insights on the following key topics: 🌟 The increasing importance of customer experience in the current landscape 💡 M1's digital transformation, technology adoption, challenges, and lessons learned 📊 Effective metrics for measuring CX strategies 🔮 Adapting to market shifts in customer experience and how to leverage them 🎧Tune in to stay ahead of the curve: https://lnkd.in/gv_EP_mm Jonathan Mondon & Activeo APAC #CXUnlocked #CX #CustomerExperience #Podcast

𝗖𝗫 𝗜𝘀 𝗚𝗲𝘁𝘁𝗶𝗻𝗴 𝗜𝘁𝘀 𝗧𝗶𝗺𝗲 𝗶𝗻 𝘁𝗵𝗲 𝗦𝗽𝗼𝘁𝗹𝗶𝗴𝗵𝘁... Customer Experience (CX) is no longer a "nice-to-have"—it’s a business imperative. Customers expect more than just a product or service in today's fast-paced, hyper-connected world. They demand: ✔️ Seamless interactions ✔️ Personalization ✔️ Empathy at every touchpoint Businesses that prioritize CX are seeing the rewards—loyal customers, stronger brand reputations, and even better financial performance. It’s not just about meeting expectations; it’s about exceeding them consistently. CX is finally in the spotlight, reshaping how companies operate. The question isn’t whether to invest in CX—it’s how fast you can adapt to stay ahead. Check out this short video in which my podcast guest, Lauren Wood, gives her a brief perspective on how CX is getting its due attention and helping organizations transform. 🎧 Catch the full episode—https://shorturl.at/EK5jF #CustomerExperience #BusinessGrowth #CX_Transformation #Anand_italks